120% Live Arrival Guarantee Policy
Our Industry-Leading 120% Live Arrival Guarantee
At Aquaflora Canada, we take pride in providing some of the most reliable live plant and livestock shipping in Canada. Our reputation is built on years of successful deliveries and thousands of satisfied customers.
While we take every precaution to ensure your order arrives safely, unforeseen issues can occasionally occur during transit. To provide additional peace of mind, we offer our exclusive 120% Live Arrival Guarantee under the terms outlined below.
120% Live Plant Arrival Guarantee
Eligibility Requirements
Express Shipping Required
Customers must select Express Shipping at checkout to qualify for the Live Arrival Guarantee.
Orders shipped using Standard Shipping do not qualify.
No exceptions.
Immediate Inspection Required
Upon delivery, all plants must be inspected immediately.
Claim Submission Requirements
Any deceased or severely damaged plants must be reported within 4 hours of the courier's recorded delivery time.
Claims must include:
-
Clear photographs of all affected plants
-
Photos taken inside the original packaging
-
Photos submitted before plants are planted, trimmed, or removed from packaging
Claims submitted without sufficient photographic evidence will not be eligible for coverage.
No exceptions.
Store Credit Issuance
Once a claim has been reviewed and approved, a store credit equal to 120% of the affected plant's purchase price will be issued for use on a future order.
Store credits are typically issued within 3 business days.
Additional Terms
-
The Live Arrival Guarantee applies only to the value of the affected plant(s).
-
Shipping charges are non-refundable.
-
Taxes are not included in guarantee coverage.
-
We do not provide refunds or reshipments for plants deemed Dead on Arrival.
-
Store credit is the sole remedy provided under this guarantee.
120% Live Fish, Shrimp & Snail Arrival Guarantee
Important Shipping Notice
During cold weather, hot weather, or periods of extreme temperatures, someone must be available to receive the package on the delivery date.
Packages left outdoors, unattended, or exposed to extreme temperatures may result in loss and may void the Live Arrival Guarantee.
Customers are responsible for monitoring tracking information and ensuring someone is available to receive the shipment.
Eligibility Requirements
Express Shipping Required
Live fish, shrimp, and snail orders must be shipped using the appropriate live animal shipping option.
Orders shipped using:
-
Standard Shipping
-
Plant Shipping
-
Any non-livestock shipping option
do not qualify for the Live Arrival Guarantee.
No exceptions.
Immediate Inspection Required
Upon delivery, livestock must be inspected immediately.
Claim Submission Requirements
Any deceased fish, shrimp, or snails must be reported within 2 hours of the courier's recorded delivery time.
Claims must include:
-
Clear photographs of all affected livestock
-
Photos taken inside the original sealed bags
-
Photos showing the livestock before bags are opened
Photos taken after:
-
Bags are opened
-
Rubber bands are removed
-
Livestock is transferred to another container
-
Livestock is introduced into an aquarium
will not be accepted.
Claims submitted without sufficient photographic evidence will not be eligible for coverage.
No exceptions.
Store Credit Issuance
Once a claim has been reviewed and approved, a store credit equal to 120% of the affected animal's purchase price will be issued for use on a future order.
Store credits are typically issued within 3 business days.
Additional Terms
-
The Live Arrival Guarantee applies only to the value of the affected animal(s).
-
Shipping charges are non-refundable.
-
Taxes are not included in guarantee coverage.
-
We do not provide refunds or reshipments for livestock deemed Dead on Arrival.
-
Store credit is the sole remedy provided under this guarantee.
Shrimp & Snail Orders Shipped Using Plant Shipping
Orders containing shrimp or snails must be shipped using the appropriate live animal shipping option.
If a customer chooses Plant Shipping for an order containing shrimp or snails, they acknowledge and accept all risks associated with that shipping method.
No refunds, credits, replacements, or exceptions will be provided for livestock losses when Plant Shipping is selected.
This policy applies regardless of:
-
Weather conditions
-
Courier delays
-
Transit times
-
Carrier handling
-
The condition of the livestock upon arrival
Customers who purchase the appropriate live animal shipping service pay an additional cost to receive the protections associated with transporting live livestock. Providing compensation to customers who choose a lower-cost shipping option would be unfair to those who follow the shipping requirements.
By placing an order containing shrimp or snails and selecting Plant Shipping, the customer acknowledges and agrees to these terms.
What Voids the Live Arrival Guarantee
The Live Arrival Guarantee is immediately void under any of the following circumstances:
-
Standard Shipping was selected where Express Shipping was required.
-
Plant Shipping was selected for livestock orders.
-
Claims are submitted outside the required reporting timeframe.
-
Required photographs are not provided.
-
Plants or livestock are removed from their original packaging before photographs are taken.
-
Livestock is introduced into an aquarium before the claim is reviewed.
-
An attempted delivery was made and no one was available to receive the package.
-
Incorrect or incomplete shipping information was provided by the customer.
-
The package is refused by the customer.
-
The package is returned to sender.
-
The package is redirected, rerouted, held for pickup, or otherwise modified after shipment.
Redirected Packages & Hold-for-Pickup Requests
Any request to redirect a shipment after it has been dispatched, including but not limited to:
-
UPS Access Points
-
Purolator Authorized Shipping Agents
-
Courier pickup locations
-
Hold-for-pickup requests
-
Alternate delivery arrangements
is made entirely at the customer's risk.
Redirected shipments often result in additional handling and delivery delays of 1–2 business days or more.
Because these delays are outside of our control and can adversely affect live plants, fish, shrimp, snails, and other livestock, all Live Arrival Guarantees and related protections become void once a package is redirected, held for pickup, or otherwise modified from its original delivery address.
Aquaflora Canada is not responsible for losses, delays, damage, dead-on-arrival livestock, deteriorated plant condition, or other issues resulting from customer-requested delivery modifications.
By requesting a package redirect or hold-for-pickup service, the customer acknowledges and accepts all associated risks.
Customer Responsibility
Customers are responsible for:
-
Monitoring tracking information
-
Ensuring someone is available to receive the shipment
-
Providing accurate shipping and contact information
-
Contacting Aquaflora Canada before shipment if delivery timing may be an issue
If you anticipate being unavailable during the expected delivery period, please contact us before your order ships so alternative arrangements can be discussed.
Final Notice
Shipping fees are non-refundable under all circumstances.
The Live Arrival Guarantee provides store credit only for the value of affected plants or livestock and does not include:
-
Shipping fees
-
Taxes
-
Additional charges
By placing an order, the customer acknowledges and agrees to all terms outlined in this policy.
---------------------------
Aquaflora Canada reserves the right to modify, update, suspend, or discontinue its guarantees and policies at any time without prior notice.